Experience

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  Guillemot

  Apr 2000 - Dec 2001

  Test department & tech support manager

  Starting at Guillemot as the Test Department Manager, I implemented and developed new procedures for testing the returned and new products.Two months later I got promoted as the Tech. Support Manager so I had two teams under my control.Managing a team of 12 Technical Support agents and 9 Testers. Finding solutions for cost efficiency. Daily reports. Direct contact with customers.Making sure that communication stays at its best with customers, employees and higher management.

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  Ibm global services

  Aug 2002 - Sept 2006

  Customer service & tech support agent

  Help Desk for Air Canada employeesThe IBM Help Desk for Air Canada takes care of all computer related problems for all Air Canada employees all over the world. Over 12000 applications are supported including mainframe applications.Taking calls, voice mails and e-mails from customers, helping them out with their computer problems.Working in a team of 24 Air Canada agents and over 300 IBM agents.

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  Telus security solutions

  Sept 2006 - Sept 2007

  Customer care analyst

  MAC Department (Moves, Ads and Changes)Taking calls, voice mails and e-mails from customers, helping them with Moves Ads and Changes.Programming phone systems like PBX Meridian, Norstar, BCM, CallPilot, IPONE, etc.Program and re-program lines, extensions and phone sets.

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  Stefanini

  Mar 2008 - Jun 2012

  Site manager

  1. Managing a site with over 80 employees2. Responsible for all IT related issues (implementation, changes and local administration)2. Acting Senior Team Leader for various projects.3. Local HR and Security and Safety.3. Facilities Management:a.Supervises and coordinates all maintenance service and repairs pertaining to building and related equipment.b.Takes charge of all emergencies and ensures responsible back-up is available in order to take corrective action as necessary.c.Establish standards and proceduresd.Implements all maintenance and general procurement of materials and parts, schedules installations and oversees that such repair are accomplished in a safe and timely manner.e.Formulates and implements preventative maintenance programs for utility systems, equipment and building maintenance.4. Contract administration Show less

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  Colt technology services

  Feb 2013 - Aug 2019

  Taking care of all ports (in and out) for Number Hosting for France and Nederlands, technical and administrative.Single point of contact for a major customer (Microsoft).Trainer for all porting department, tools and procedures. Created and managed an Order Management team of 6 analysts to handle orders for IN Services (Intelligent Numbers) for 13 countries in 5 languages. The team managed to be up and running with a handover of only two weeks, with a backlog of over 2000 orders that was recovered within an year and a half.Taking care of Service delivery as well in an IVR (Interactive Voice Response) environment ALU (Alcatel Lucent)

  • Lead Specialist - Voice Services - Service Delivery

    Apr 2017 - Aug 2019

  • Team Leader IN Order Management - Voice Services

    Feb 2013 - Apr 2017
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  Universal alloy corporation

  Sept 2019 - Jun 2020

  It project manager
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  Enkidu

  Oct 2020 - May 2021

  Regional sales representative
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  Teleperformance

  Jun 2021 - Oct 2021

  Customer service agent
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  Waveform technical concepts

  Oct 2021 - now

  It project manager